IT Support Engineer

IT & Telecoms Support Engineer

Worcester

Salary - £30,000 - £35,000

About Us

We are an award-winning company providing managed IT and telecommunication services to organisations across a range of industry sectors. Since launching in 2002 we have grown year on year, expanding our products and services as technology has developed, helping organisations improve their business practices and profitability.

About the role

As a Systems Engineer, you will be part of a busy and friendly support team. No two days will be the same and you will be exposed to a variety of technologies daily with clients across multiple sectors.

You will be providing helpdesk support to a wide range of customers, and strong communication is a must. You need to be both confident in writing and on the phone and able to talk customers through fault finding whilst having excellent customer service skills.

Responsibilities:

• Provide support assistance for both hardware and software issues, remotely and in-person.
• Regularly travel to sites to provide support in-person.
• Collaborate with hardware and software vendors to identify issues and implement fixes.
• Install, configure and maintain computer systems and peripherals
• Provide technical support and troubleshooting for computer hardware, software and network-related issues
• Document and track support tickets using our ticketing system, HaloPSA.
• Conduct regular system maintenance tasks, such as backups, restores, Windows OS updates (both client and server) and physical server health checks such as hard disk life checks.
• Collaborate with team members to resolve IT and Telephony issues and implement solutions.
• User administration, both in an Azure Active Directory and Active Directory environment.
• Perform standard and bespoke software installations and updates.

What are looking for:

• Relevant industry specific qualification(s).
• Experience with platforms such as Windows Server, Windows Operating System, Android, iOS and Office 365.
• Knowledge of network protocols, VPNs, LANs, DNS and Firewalls.
• Proficient in using Veeam and Acronis for backup and recovery solutions.
• Skilled in managing Active Directory and Microsoft Exchange environments.
• Experience with on-premises to cloud migrations.
• Knowledgeable in deploying and maintaining various anti-virus solutions.
• Familiar with configuring and troubleshooting DrayTek firewalls and modems.
• Hands-on experience with Ubiquiti networking hardware and systems.
• Strong analytical and problem-solving skills to diagnose and resolve technical issues.
• Strong knowledge of computer hardware.
• Proficiency in computer hardware setup, configuration and troubleshooting.
• Excellent communication skills, both written and verbally, to effectively assist users.
• Comfortable operating in a fast-paced, client-focused setting
• Resilience, flexibility and ability to work effectively both independently and as a team.
• Open to occasional out-of-hours work to carry out tasks like server updates and project rollouts, ensuring minimal disruption to end users.
• Flexible with travel requirements, including visits to non-local sites when necessary.

Nice to haves:

• Understanding of 3CX and other VoIP/telephony platforms.
• Background in a Managed Service Provider (MSP) environment.
• Working knowledge of Linux-based systems and administration.
• Experience with Amazon Web Services (AWS) cloud infrastructure.

Qualifications and Education Requirements:

• 2 Years in a helpdesk or support role
• GCSE English, Maths, Science – Grades A – D
• Relevant qualification in computing or IT.

Must Haves

• Minimum two years’ experience working within an IT support role.
• Full UK driving licence with no more than 3 penalty points and access to own vehicle.
• Right to work in the UK.

If you have experience working as an IT Support Engineer, IT Support Technician, 2nd Line IT Support Engineer, or Technical Support Analyst then our client wants to hear from you.